EV Bay Management Ltd takes all complaints seriously, as they provide valuable feedback that helps us improve our operations. This policy offers customers an opportunity to tell us when we may have fallen short of expectations and how we can make things right.
EV Bay Management Ltd receives, evaluates, records complaints and makes decisions in a fair and non-discriminatory manner, in accordance with the requirements of the accredited parking association.
This policy is intended to address concerns related specifically to parking enforcement. Complaints that do not relate to matters covered by the IPC’s Approved Operator Code of Practice or the Parking (Code of Practice) Act 2019 fall outside the scope of this policy.
1.1 Motorists may submit a complaint by email or post.
Complaints received by post will be scanned and forwarded to the dedicated complaints inbox.
A complaint may relate to a specific Parking Charge Notice (PCN) or broader issues. A complaint typically raises concerns about EV Bay Management Ltd’s processes, policies, services, or staff. By contrast, issues that question the legitimacy of a PCN are generally considered an appeal rather than a complaint.
2.1 All complaints and their outcomes will be recorded in a complaints log and retained for 36 months. Each record will include:
Personal data will be redacted as necessary in accordance with GDPR.
3.1 Complaints may be submitted by motorists, whether they are the Driver or Registered Keeper. If a third party submits a complaint on behalf of a motorist, additional authorisation may be required to comply with the General Data Protection Regulation (GDPR) 2018.
3.2 We also consider complaints raised by members of the general public and will respond accordingly./
4.1 All complaints are investigated thoroughly by a designated member of staff. The process may vary depending on the nature of the issue but typically involves reviewing the relevant PCN and any specific concerns raised, including liaison with other departments where appropriate.
4.2 All complaint handlers receive comprehensive training, which is regularly reviewed and updated to meet the standards of our governing body and reflect any changes in legislation.
4.3 If a complaint includes information that constitutes an appeal, the matter will be handled under our appeals process, and the complainant will be informed. If further investigation determines the issue is not related to an appeal — or if the complainant requests that it be handled as a complaint — it will revert to the complaints process.
5.1 All complaints will be acknowledged within 14 days and responded to within 28 days. However, we aim to acknowledge receipt within 5 working days and provide a full response within 10 working days. If a full response cannot be issued within 28 days, we will write to explain the delay and provide an updated timeframe.
5.2 Once the investigation is complete, we will write to the complainant detailing the outcome and our reasoning. All points raised will be addressed clearly, professionally, and comprehensively. Responses are normally sent using the same method by which the complaint was received (i.e., post or email). 5.3 The complainant’s name and contact details will be removed from our records once the matter is fully resolved.
